I’ve been thinking about the idea of impermanence for awhile now as it pertains to social customer care. Tenuous perhaps, but this train of thought, this idea of – impermanence – has been sitting at the back of my mind, nagging away; I can’t seem to shift it. This nagging thought can be directly attributable to a number of posts written by Nathan Jurgenson, Snapchat’s in-house researcher.
He writes in Pics and It Didn’t Happen [The New Inquiry]: “What would the various social-media sites look like if ephemerality was the default and permanence, at most, an option?”
The thought intrigued me. What would social customer care look like if we pushed it to an extreme and applied the same sense of ephemerality to it? Here are my initial and somewhat unstructured thoughts.